ComplaintsforTervis Tumbler Company

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have requested that my information and data be deleted and not sold per their privacy policy. Along with having my online account deleted or deactivated. Original request was back in April, no response. Second request was submitted in May, records attached.

  Business response

  06/13/2024

  We appreciate Ms. ****** taking the time to reach out. Her request has been processed. 

  Customer response

  06/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for finally acknowledging and completing this request with the BBB since it hadnt been after 1+ month and 3 communications directly to customer support.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Tervis makes custom drinkware. On May 2, I submitted two designs for two drinking glasses and provided payment info, all online via their website, Tervis.com. Both designs were rejected by Tervis, so the order was essentially frozen pending changes to the designs. I played with some new design ideas using their site's online design program, but by then, I was not certain I wanted to proceed with the order, since Tervis's terms state that if I order, they can effectively steal my original designs and sell them themselves if they wish. I called in to confirm this was the case, and was told that was true, but Tervis "would never do that." It did not put me at ease. While I weighed my options, I got several emails from the company urging me to finish revising the order, suggesting the order would go no further if I didn't make further changes. A typical email from May 22 states quite clearly: "We require your assistance before we can proceed with this project. Please edit your project with one of the listed solutions within 2 business days or this project may be cancelled." That language made me feel secure that the order would not move forward without my making further changes. On May 31, I replied to one of these emails, asking that the entire order be canceled and any money charged be refunded. I also asked for a reply confirming my requests were honored. I got no reply at all. With no response from Tervis, I checked my credit card charges, but found no charge from Tervis, so I figured it was canceled, or that any initial charge was a temporary hold on funds. Today, June 6, a week later, an email arrived saying my order had shipped! I emailed them twice, no reply. I then contacted Tervis by phone, saying I canceled the order a week ago by email, and was told "that's not how we do cancellations." They said I could return the glass once it arrived. I said they need to cover the return shipping, since the mistake is theirs. They refused to cover return shipping charges.

  Business response

  06/19/2024

  We thank Mr. ***** for taking the time to reach out. Once an order is placed, no changes or cancellations may be made as explained in checkout. The only exception is for custom designs that must be reviewed for content prior to producing the tumbler. This is explained in the Terms and Conditions every customer agrees to when submitting a custom design. If we find there is an issue with a design, we pend it back to the customer to make corrections. Mr. ***** placed an order with two different designs. At the time the designs were reviewed, we found one design to be copyright and this was pended back to him to update the artwork. The second design was fine and approved for production. When the first design was not updated, it was cancelled from the order and the second design shipped to the customer. Normally custom designs are final sales, but we can make an exception for Mr. ***** to return this tumbler for a refund. We do not provide shipping labels and returning the tumbler will be at Mr. ******* expense. 

  Customer response

  06/20/2024

   
  Complaint: 21812871
  
  I am rejecting this response because:

  This is the exact same response they gave me before I ever contacted the BBB. The business's response fails to address the fact that they told me multiple times by email that the order would be canceled unless I took action. And I did not take action to complete the order. Instead, I took action to CANCEL the order, which they ignored. I emailed them directly and canceled the order via email. A WEEK later, they shipped the order I did not place and told them to cancel, and they processed my payment anyway.

  Another wrinkle: Soon AFTER I got notice they were shipping my order, I got an email from them saying yes, they would cancel my order. I believe it was the next day that they charged my card! Perhaps Tervis could explain why they have taken two different positions on the matter.

  From where I sit, either the people at Tervis are completely dishonest, or completely clueless. Either way, they ripped me off.

  And to add insult to injury, the item I received is poorly made. The graphics they stole from me to make the product are distorted.

  
  Sincerely,
  
  *********************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As is clearly visible in the picture the stickers from the factory left a heavy residue behind. Initially Tervis blamed the retailer for stickers that said Tervis repeatedly. Now they refuse to respond. They claim they have a lifetime warranty but apparently it's the lifetime of the electronic approval of the credit card transaction. I just want cups without sticky stuff on the side.

  Business response

  06/19/2024

  We appreciate Mr. ****** taking the time to reach out. Our ************* team has been in communication with him in regards to the sticker residue on his tumblers, and also the lid he states does not properly seat on his tumbler. We have provided solutions to the issues Mr. ***** is experiencing. While we understand Mr. ****** is frustrated, his communication to our ************* team has become hostile and threatening. At this time we have closed the ticket and will no longer respond. 

  Customer response

  06/20/2024

   
  Complaint: 21808078
  
  I am rejecting this response because: They have consistently not responded. As for the claim that I've become hostile that's because i informed them that I would share their refusal to deal with the problem with friends and on social media. The only solution they offered was to blame the retailer for the factory stickers causing the problem. No solution has ever been offered to the issue with the lid. Based on all the complaints made to the BBB it's very apparent that this company has zero interest in customer satisfaction. I'll offer some hostility for them, they have permanently lost a customer. However, I am extremely pleased with my brand new Yeti cups, it's a vastly superior product.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately two and half years ago, I purchased (2) two insulated 24 ounce (Lifetime guaranteed) tumblers from Tervis.on Amazon. Back in March of this year (2024), both tumblers developed seal failure and a vapor formed between the plastic walls. The tumblers were not misused or damaged in anyway. Aside from the fact that the insulating seal failed, the tumblers looked practically new.I proceeded to contact Tervis by phone and then went on line to complete a Guarantee Replacement Form and got a return number, which is *******, as directed.I carefully packaged both tumblers in Styrofoam peanuts, in a cardboard box and sent them to Tervis Tumbler Company, ATTN: ******************* ************************************************. They were received at that location by (*****) on March 25, 2024.After not hearing from the company for several weeks, I contacted Tervis by phone and was told that replacements take 8 weeks to be processed.Today, May 31, 2024, I contacted Tervis again by phone. I was now told, it takes 90 days for replacements to be processed.After reading complaints filed with BBB, it appears to me that Tervis just doesn't want to honor their warranty. I am doubting highly that I will ever see my replacement tumblers. Tervis just keeps sliding the date bar on when you'll receive your replacements, so not only will I be out the replacements, but also the shipping and time spent on dealing with this Company.

  Business response

  06/19/2024

  We thank Mr. ***** for taking the time to reach out. Due to recent warehouse changes, our warranty processing queue is currently experiencing significant delays. Rest assured that we are working diligently to catch up. We apologize for any inconvenience this may cause and greatly appreciate your understanding during this time. Your satisfaction is our top priority, and we value appreciate your patience and understanding.

  Customer response

  06/20/2024

   
  Complaint: 21787279
  
  I am rejecting this response because:

  Tervis is just making excuses for not fulfilling their warranty, yet they are still advertising my tumbler on their website, so it is in stock. If I want to purchase the tumbler for $14.99 each, I would get immediate delivery, yet for months they always have an excuse for not delivering the product under warranty.

  Sincerely,
  
  *************************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Long time customer who is disappointed by the fact no one will help with a product issue. i own more than 40 Tervis tumblers and coffee mugs. I have 5 mugs, purchased a few years ago, that have developed a haze that cannot be removed. Ive tried everything. When I purchased these 5 mugs, they carried a lifetime warranty that replaced mugs experiencing this haze. The policy has since changed. But I made the purchase when the policy WAS in effect and made the purchase knowing it came with the warranty. But customer service refuses to help. I expect more from Tervis. These 5 mugs should be replaced.

  Business response

  05/29/2024

  We appreciate Mr. ****** taking the time to reach out and we are sorry to hear he is not satisfied with his interaction with our ************* and Executive Leadership Teams. Tervis stands behind our products with an industry leading guarantee that covers defects in workmanship and material. When we switched material from polycarbonate to Tritan in 2011, we continued to cover staining as a courtesy until October 2023. Prior to that date, Tervis was the only company that covered staining in the Tritan material, despite it being the most widely used food safe plastic in use today. Before implementing the update, we notified customers allowing them a grace ****** to send in their stained drinkware prior to the update taking effect. These notifications included, but were not limited to, email and SMS notification to our subscribers,notifications on our website that includes a notice that pops up on our Guarantee page, and notification to customers what interacted with both our store and ************* teams. Communication was also sent to our *************** prior to the update going into effect.
  
  Interior staining is not a covered material/manufacturing defect and falls under normal wear and tear. To clean your tumblers, we recommend using a paste of baking soda and water on a soft, wet cloth. The haze does not affect the performance of our Classic drinkware and your drinkware is still protected under our Guarantee for covered defects. For more information on our Guarantee, please visit *********************************************************************************;

  Customer response

  05/30/2024

   
  Complaint: 21758574
  
  I am rejecting this response because there is absolutely no effort on their part to resolve the issue.  Emails to customer service and to their CEO were either unanswered or the response was of no value.  Their response to this complaint is the standard boilerplate response Tervis provides to a complaint.  Words only, no action.  For a company with whom I have done business for decades, and respected as a company, it is extremely disappointing.  Tervis had warranty in place when the items were purchased.  There was a implied warranty when the purchase was made, that being to replace if the mug became foggy.  Tervis can't simply eliminate an implied warranty for items purchased before the warranty was changed.  With an implied warranty, customers always receive the basic protection of the implied warranty. It is unfortunate Tervis fails to comply.

  I will not pursue this matter.  Possibly the last few years have been difficult for Tervis and they are now experiencing financial issues.  While disappointed they have no interest in actually addressing customer issues, I do hope they can work through their issues so they can once again be the company they had been - great products, stood by their products, took action, and a team that truly cared about the customer.

  Sincerely,
  
  ***************************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sent in 5 tumblers to be replaced under their lifetime warranty. Took 2+ months to get replaced. Today got one back. Called them and they said they got one not 5. I sent in 5, should get 5 replacements not 1 Would not make sense for me to spend $10 postage on a $14 tumbler and wait 2.5 months for it. I sent in 5. They said their department said they got 1. They should review their footage. I sent in 5, I would like my 4 additional replacements am I owed.Called in today. Said their team would look likt it but the lady didnt seem understanding and was off putting. Wouldnt waste $10 on a $14 tumbler and 2.5 months for this. But didnt say when their team would contact me, had no time frame she said. I want this resolved immediately

  Business response

  02/14/2024

  We thank Mr. ***** for taking the time to reach out regarding his recent warranty order. Our ************* Manager has been in touch with him so we may work to resolve this issue. Thank you. 

  Customer response

  02/14/2024

   
  Complaint: 21249398
  
  I am rejecting this response because:

   

  has not been resolved yet. Did get an email from someone but it was just asking if I have a receipt for something I shipped 3 months ago. No one keeps a receipt that long. Waiting on a resolution
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sent item for lifetime warranty replacement on Nov 15, and MY OWN expense. Stone silence since and no replacement sent. It is now January 6, ****. I want my item replaced as promised or a refund to to replace the item myself. When I described the problem, they knew exactly what was wrong, and told me to send it in and it would be replaced. Will not respond to emails nor send me my my replacement. I have tracking number. They received item on November 20. I have told them all of this more than once. I have been far too patient!

  Business response

  01/10/2024

  We thank Ms. ****** for taking the time to reach out. We are currently running approx. 60 business days for *******************, which would put your warranty due for processing on or about February 21, ****. When viewing our Guarantee page, we post our processing timeframe so customers know when to expect their tumblers to be processed. Please rest assured that we are working hard to process warranty requests as quickly as possible and appreciate your patience. Thank you. 

  Customer response

  01/10/2024

   
  Complaint: 21105832
  
  I am rejecting this response because: I sent item in mid November.  60 days from that is mid January, not February 21. Also, originally I was told it would take 30 days, not 60 days.  Also, my emails have been ignored.  This offer would finally replace, after 90 DAYS,  a single small tumbler worth $10, and I paid return shipping.  Sending in for warranty was a joke.  I want the tumbler replaced regardless, but the facts need to be stated for the record.  This treatment does not speak well for Tervis.  How on earth it can take 30-60-90 days to replace a lifetime warranty claim for a small item is beyond my understanding.   Thank you.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Tervis 24 oz clear tumbler was leaking. In accordance with the Lifetime Guarantee, I shipped my Tervis cup to their facility in **********, **. Per the tracking number, it was delivered on 9/15/23. I have made repeated contact via email regarding my replacement and it now has been over 90 days. I paid $9.10 to ship the cup and still have received no replacement from Tervis. Per other online reviews, it appears I'm not the only one experiencing this.

  Business response

  12/26/2023

  We thank Ms.****** for reaching out. Due to the busy Holiday season, we ask customers to allow up to 90 business days for processing and apologize for any inconvenience this delay this may have caused. We will email you an update once your warranty has been processed.

  Customer response

  12/27/2023

   
  Complaint: 21020162
  
  I am rejecting this response because:

   

  
  Complaint: 21020162
  
  I am rejecting this response because:

  
  My item was received at Tervis' facility on September 15. That is not the "holiday season". After contacting Tervis for an update,  I was informed the warranty replacement would take 60 days. After 60 days I contacted Tervis again and was told replacements would take 90 days. At this point it has been over 100 days and there seems to be no sense of urgency for customer service. Please just refund me the shipping costs of $9.10 for mailing my cup to your facility. 
  
  

  Business response

  01/02/2024

  We thank Ms. ****** for taking the time to respond. We are very sorry to hear you are unsatisfied with our reply. We currently have posted that the timeframe to process Guarantee orders is 60 business days, which would have put your warranty order due for processing December 14th. We show it was processed by our Returns Team on December 27th, seven business days later then originally communicated. We are sorry for any delay processing but show your tumbler is estimated for delivery January 4th. We are unable to reimburse any shipping costs incurred when mailing in a tumbler for replacement. If there is anything else we may assist you with, please do not hesitate to reach out. Thank you. 

  Customer response

  01/03/2024

   
  Complaint: 21020162
  
  I am rejecting this response because:

  60 days would have been November 14. December 27 was over 100 days. You need to update your Guarantee policy to state 90+ days for fulfillment.

   

  Customer response

  01/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On their website, Tervis states they offer a guarantee on their products. I purchased a tumbler of their and the wrap started to peel. It was a stainless steel tumbler and no where on their website did it state that this could potentially be excluded from the guarantee. On 9/4 I mailed my tumbler (at my own expense) to them for a replacement. I included a description of the tumbler I wanted in exchange. They said it would take 60 days. I have since had 5 email exchanges with them and no resolution. Not even an update as to where I am in the process. One person told me that I wouldn't be eligible for the warranty because it wasn't the plastic tumbler. Again, no where on their site does it state this. Why would I pay money to send in a tumbler not covered? I keep getting the run around. They ask for my tracking info even though they can describe the item I sent. I can't get anywhere with them. It's incredibly shady and bad business practice. They keep telling to look for an email but here we are over 90 days out and no resolution. They never respond back after the initial reply. I've tried escalating to managers but that goes no where. I want them to honor their guarantee and send me the requested tumbler.

  Business response

  12/26/2023

  We thank Ms.****** for reaching out. Due to the busy Holiday season, we ask customers to allow up to 90 business days for processing and apologize for any inconvenience this delay this may have caused. Legacy stainless tumblers are covered by a limited guarantee that warranties against thermal performance only. Normal wear and tear including fading, dents, chips and scratches,including peeling, chipping or fading of printed designs is not covered. This is explained on our warranty page as well as a notice to contact ************* appears in red when selecting peeling and chipping as a return reason when completing the warranty form. While reviewing your warranty request, we will also test your tumbler for thermal performance. In the event your tumbler fails thermal testing and falls within our 5-year Limited Guarantee, your tumbler will be replaced. Your tumbler will be returned to you if it passes thermal testing. We will email you an update once your warranty has been processed.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went on the Tervis website to get my Father a tumbler for Father's **** The photo that I clicked on of their "Father's *** Collection" showed the tumbler that I bought with a white lid. On the item page under "Product Description" it said..."Information This printed wrap-around design is sealed between the tumbler walls. Tervis tumblers feature double-wall insulated construction that keeps drinks hot or cold longer and reduces condensation to prevent rings on your table.Strong, impact resistant BPA-free material means these tumblers can take a tumble without shattering and won't retain tastes or odors. Tumbler also comes with an easy-to-clean BPA-free travel lid.Most tumblers are microwave, freezer and dishwasher safe for no-worry convenience and fit most cup holders.Each classic tumbler is proudly made in America and backed by a Lifetime Guarantee so you can *******************."It clearly states that the tumbler comes with a lid. I thought that the item came with a lid since the description says that it does. When the item arrived there was no lid. I e-mailed customer service letting them know that I didn't receive the lid with my item and asked if they could please send me the lid. **************** e-mailed back and said that the item that I ordered does not come with a lid. So I went on their website to do a live chat with a customer service agent. I told them that the item description on their website says that it comes with a lid and that I didn't receive one. They again told me that the item doesn't come with a lid. I told them that the description says that it does to which they replied that is just a general description not specific to that item. I asked how anyone would know that? I told them that they need to change the description and that it is false advertising. They would not honor the description and refuse to send me a lid. Their website is deceptive and misleading. If the item doesn't come with a lid they need to clearly state that.

  Business response

  07/28/2023

  We appreciate Ms.******* taking the time to reach out. After reviewing the order and interactions, we found the product details on our website incorrectly stated the tumbler comes with a lid. We have corrected the website and have also asked the lid be sent to the customer. Please allow 5-7 business days for the lid to arrive. Thank you for bringing this to our attention and providing us the opportunity to make this right. 

  Customer response

  08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩